Lead Medical Support Assistant

Veterans Health Administration • Minneapolis, MN

8d • Onsite

About The Position

The Lead Medical Support Assistant works in the Specialty Care service line at the Minneapolis VA Health Care System, supporting patient access, appointment scheduling and coordination, patient processing, demographic and insurance updates, and customer service. The role affects the administrative aspects of patient care, revenue cycle operations, access to care, hospital performance goals, and the VA’s public image. The incumbent identifies and helps resolve administrative and clinical workflow issues involving access, patient flow, customer service, revenue, and data validation.

The position combines receptionist and patient-support duties with lead responsibilities. The Lead MSA coordinates workflow and staffing across an interdisciplinary unit, supports staff training and development, helps manage complex procedures and clinical flow, and serves as a liaison among staff, patients, and clinical teams. The work is mostly sedentary in outpatient clinics or offices serving patients with varied medical needs. Daily rounds are required and may include visits to off-site clinics. The schedule is full-time, Monday through Friday, 7:30 a.m. to 4:00 p.m.; staggered shifts or weekend clinics may be required to support Advanced Clinic Access initiatives. Telework is unavailable, and the position is not virtual.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under applicable law.
• High school diploma, GED, or an accepted equivalent education credential.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the GS-6 grade level, including relevant MSA or equivalent administrative patient-support experience in a medical inpatient or outpatient setting.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, and/or the community.
• Ability to communicate effectively with individuals and coordinate with interdisciplinary care-team staff.
• Ability to use numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, delegate tasks or responsibilities, and meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities, adjust work to meet team and patient needs, and follow up on pending issues across multiple clinics.
• Ability to communicate in a way that obtains the desired effect while ensuring compliance with established policies and regulations.
• Ability to review and monitor data to ensure reports are complete and accurate.
• Must spend at least 25% of work time performing lead duties.
• Must complete required application steps and an online assessment; selected applicants must complete onboarding and a background/security investigation.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period.
• A pre-employment examination or evaluation is part of the pre-employment process.
• No licensure or certification is required.

Nice To Haves

• Experience satisfying the MSA knowledge requirement may be paid or unpaid employment as an MSA or in an equivalent position in a non-VA hospital or clinic.
• Current VHA employees in the occupation may qualify under the stated grandfathering provision.

Responsibilities

• Perform receptionist, customer service, and administrative duties to support timely patient treatment and maintain appointment schedules for one or more outpatient clinics.
• Coordinate appointments using advanced clinic access principles and adjust appointment times, locations, or dates when staffing or coverage conflicts occur.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide information in accordance with privacy rules and clinic processes.
• Explain procedures to veterans and family members with care, compassion, and sensitivity, both in person and by phone.
• Manage position responsibilities with little supervision; set priorities and deadlines and adjust the flow and sequence of work to meet team and patient needs.
• Participate in daily team huddles and weekly team meetings concerning patient care planning and management, except when staff shortages require coverage.
• Notify the supervisor when clinic access is inadequate or a patient cannot be scheduled within mandated clinic timeframes.
• Review active and pending consults, recall lists, and Audio care communications daily for accuracy and disposition.
• Coordinate administrative services for veterans, family members, caregivers, the public, and administrative and clinical staff to support continuity of inpatient and outpatient care.
• Conduct daily rounds in assigned clinic areas, including frequent visits to off-site clinics as needed to fill in for or interact with staff.
• Coordinate Advanced MSA assignments and interdisciplinary-unit workflow; assess daily workload, assign work, and ensure appropriate staffing coverage.
• Evaluate MSA training records and determine staff training needs; provide staff development and training.
• Assist with complex and non-standard procedures, including clinical flow processes related to access across multiple clinics, specialties, and community resources.
• Ensure accurate and timely appointment scheduling, guide staff on policy and procedure changes, create and maintain employee work schedules, and help resolve day-to-day conflicts among staff, patients, and interdisciplinary teams.
• Review and monitor data and reports for completeness and accuracy; follow up on pending issues and support staffing, compliance, reporting, quality assurance, and budgetary initiatives.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, consisting of 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with birth, adoption, or foster-care placement of a child.
• Eligible full-time employees with qualifying family income may receive a child care subsidy after 60 days of employment, up to 25% of eligible childcare costs and subject to a monthly maximum of $416.66.
• Traditional federal pension with five-year vesting and a federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.
• Selected applicants may qualify for prior-service credit toward annual leave accrual, subject to request and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED